CarMax , Inc.

Review: ON JULY 14TH I PURCHASE A VEHICLE FROM CARMAX, [redacted]SAME DAY DROVE IT TO MY MOTHERS HOUSE IT HAD ISSUE'S SO THE NEXT BUISNESSDAY RETURN IT BACK TO CARMAX SAME LOCATION SPOKE TO SALES PERSON ABOUT ISSUE'S, [redacted], SO WE AGREED TO JUST GET ME IN TO ANOTHER VEHICLE INSTEAD, AFTER FINISHING SIGNING CONTRACT CAR WAS BEING WASHED ALL OF A SUDDEN THEY SAID THAT THE WINDOW REGULATOR BROKE LT RR DOOR , I HAVE BEEN THERE 6HRS TWO DAYS IN A ROW, SO MANAGER [redacted] JUST DECIDED I WAS TOO PICKYAND SAID THAT WE WILL JUST RETURN YOUR MONEY AND NOT DO BUISNESS WITH YOU [redacted], BECAUSE NO MATTER WHAT WE DO WE CANT MAKE YOU HAPPY. WELL I TOLD HIM THATS FINE JUST RETURN MY MONEY, THE WAY I PAID , DEBIT CARDOR CASH INSTEAD THEY GAVE ME A CHECK THAT BOUNCED, MY [redacted] CHARGED ME $35.00 FOR A RETURN CHECK THAT THEY GAVE ME , TODAY 7-19-13 FRIDAY I WOULD LIKE TO PICKUP MY CASH FROM CARMAX AND MOVE ON MY COMPLAINT IS THAT , THEY ARE STATING THEIR CARS ARE CERTIFIED AND GONE THRU 125 POINT INSPECTIONS, WELL THE TWO CARS I WAS TRING TO PURCHASEHAD BIG DAMAGE TO BUMPERS FRT AND REAR OF THE CAR, [redacted] AND [redacted] WHAT I DONT UNDER STAND IS THAT IF THEY DID THE INSPECTIONS AND REPAIR OF DAMAGES BEFORE THEY SELL IT ON THE LOT. I WAS WITH MY TWO DAUGHTERS THAT DAY I WAS FRESTRATED HUNGRY THEY DID NOT OFFER ANYTHING TO DRINK OR SNACKSFOR MY KIDS OR ME , I CONTACT HEADQAURTERS THEY DONT CARE ABOUT THIS THEY DO NOT WANT MY BUSINESS, THEY SAID THAT I CANT NOT DO BUISNESSWITH CARMAX NATIONWIDE , AS A CONSUMER I WAS JUST TRYING TO BY A CAR FOR MY BIRTHDAY , NOW I DONT HAVE THE MONEY IN MY BANK THAT THEY WERE SUPPOSE TO REFUND, IT WAS RETURN, BACK NUN SUFFICIANT FUNDS.MY EXPERIENCE WITH CARMAX WAS NOTHING BUT A HASSLE FROM DAY ONE I WOULD NOT RECOMEND THEM TO ANYONE.THEY TREATED ME LIKE CRAP LIKE I WAS NO BODY IMPORTANT AS A CONSUMER JUST TRYING TO BUY A CAR.SELLS PERSON AND MANAGER TREATED ME UNFARE AND THEY SHOULD NOT BE WORKINGDesired Settlement: REFUND TODAY MY MONEY IN CASH, Friday 7-19-13 I will be in at 10:30this morning, and $35.00 that my bank charged me for return check, and remove me from their do not do business list because I feel I have the right as a consumer to go to another CarMax location , and I spent 6hrs two days with my kids there only to find out that the cars I was trying to purchase it does not even come close to certified car, had damage on frt and rr bumpers and engine , confensate me for my 12hr waisted

Business

Response:

August 1, 2013

Review: On 2/15 I called and spoke to Car Max in regards to a vehicle. I was told what to bring into the location. I already had a pre-approval from Capital One Auto. On 2/16 I drove 2 hours to [redacted] location. Worked with [redacted]. He said my husband, despite having a pre-approval from Capital One, could not purchase said vehicle because his license was expired (it is not expired- only the commercial CDL). I told him upfront that I would do the paperwork and we could refinance, but I did not have any income paperwork with me since I was not planning on doing the purchasing. I did tell him I had my W2 and direct deposit on my bank statements available and he said that would work. We proceeded to pull my credit and do the approval. After 2.5 hours of being there, the manager told me that I could not be approved because I needed an actual pay stub (this is not what I had been told 2.5 hours previous). He argued with me that ALL companies have this available online and was extremely rude. Then [redacted] the business manager became involved. After 3 hours, we left. We wasted over 7 hours of our time, plus expenses. On 2/17 I called the customer care and explained the situation to them. On 2.17 [redacted] called me and I said I did not want to purchase in my name since Capital One had already approved and I had spoke to Capital One earlier and they said check had been sent for purchase and they had all documents. She said she spoke to someone from Capital One and they said it could not be purchased. I asked who she spoke too, but she conveniently did not know. Then she rudely said, "our you buying the vehicle or purchasing it elsewhere?" I then left a message for her boss and I have not heard a response at this time.Desired Settlement: I not only want an apology but to be compensated for the grief, time and expenses for an entire wasted day plus the rude and complete lies that were told by people in management.

Business

Response:

March 3rd, 2014

Revdex.com

Richmond, Virginia 23219

RE: [redacted]
Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding her experience with the CarMax of [redacted], [redacted] (“CarMax”). In her complaint, [redacted] shares her frustrations in dealing with multiple associates in an attempt to purchase a vehicle from CarMax. She states that she has reached out to the [redacted] of CarMax to discuss her experience, but has yet to receive a call in return. Due to her frustrations, [redacted] is requesting an apology and compensation from CarMax.

CarMax’s research shows that [redacted] and the [redacted] of CarMax have discussed her concerns since the receipt of this complaint. In an effort to minimize the impact to [redacted] time, CarMax worked with them and their finance company to ensure all stipulations were met prior to the[redacted] returning to CarMax to complete the purchase. In addition, CarMax invited the [redacted] in outside of normal business hours to complete their purchase. [redacted] came in and purchased their vehicle on February 21st, 2014.

CarMax recognizes [redacted] frustrations and apologizes for any inconvenience that may have been experienced. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Review: I purchased my [redacted] from carmax in november. After driving it home I noticed a few issues with the car. I noticed a small seat cover was broken, s gas/oil smell, a vinegar odor coming from the air vents, and hesitation with the car when breaking. I brought the car in and was told that parts needed to be ordered and also I was told the gas-oil odor was from them filling up the gas tank to the max and they didn't detect any hesitation. I then had to return to carmax again when the parts were received and the clip was immediately fixed and they replaced filters for the vinegar smell. I tried to explain to them that filter change would not resolve the problem and that the evaporator coil needed to be addressed. I continued to explain that the same thing happened 2 years ago with the santa fe I also purchased from them. They insisted the problem was resolved. Sure enough I return home and still have the same issues. Josh at carmax asks me to return with my car and they would flush the system. After completing this it still did not work. At this point I asked to speak with Kurt the service manager and he said that they will spray and flush the system and have it sit overnight and that will resolve the issue. I asked kurt to please look into the history of my prior car and he did but said the process was not the same for the different model cars. At this point I called headquarters and spoke to Kurt D[redacted] and told him all the issues. He had dan (whiner) call me and his response was pathetic. He told me that he would spray some fresher to cover the odor. I told him is was mold that I was breathing and do not want to just cover it. He said he had no other options other than for me to bring it to a ford dealership for a second opinion and carmax would cover the cost if they found repairs needed. Ford found all the repairs needed to fix all the problems. I tried several times to reach Kurt D[redacted] to further discuss this but never received a call backLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I had to miss so much work and spend so much time traveling back and forth to carmax and the ford dealership to finally have these issues properly diagnosed and hopefully fixed soon that I expect cash compensation for my wages lost and gas money

Business

Response:

December 29,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[redacted] (VIN:

[redacted] the “Vehicle”)

Dear Mrs. [redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of Tampa, FL (“CarMax”) on November 10th,

2015. In her complaint, Ms. [redacted] requested that CarMax compensate her for lost

wages and gas money related to her experience.

CarMax

completed a diagnosis and determined that additional parts were needed to

resolve an air conditioning concern. During this time, Ms. [redacted] was

provided alternate transportation. This repair for an evaporator core was

completed on November 30th, 2015.

Shortly

thereafter, Ms. [redacted] brought an additional concern for a lingering odor

from the evaporator core to the attention of CarMax. CarMax agreed to Ms.

[redacted]’s request for a second opinion from Autonation Ford of Brooksville,

FL, so that Ms. [redacted] did not need to complete additional travel. CarMax

authorized a diagnosis charge and repair by Autonation Ford to deodorize the

Vehicle under Ms. [redacted]’s 30-day warranty. At that time, Ms. [redacted] also

mentioned new concerns. In an effort of customer service, CarMax approved these

repairs to be completed at Autonation Ford.

CarMax has exceeded its obligation

in terms of 30-day warranty repairs and declines to provide any further relief.

In the event Ms. [redacted] has any further questions, she is welcomed to call

me at 1-800-519-1511, extension 82505.

Thank you for giving CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All of my issues that were resolved at the ford dealership were all thoroughly discussed in detail with CarMax during my first trip with this vehicle to Carmax's service center. Mr. D[redacted] is completely inaccurate by stating I "also mentioned new concerns" when at the Ford dealersip. Each and every concern that was successfully repaired by the ford dealership was initially discussed with CarMax. Mr. D[redacted] also tries to make it seem that this process did not consume much of my time or expense which is highly inaccurate. I made over three trips to CarMax for these ongoing issues which is over an hour away each way plus the time spent in the service department. The dealership also was a distance but closer than tampa but after spending time in their service department, I then had to wait for the car rental business to come to this location....then drive me to their store...sit and wait in their office for the rental and then be free to resume my day. You can imagine how much time I had to take away from work plus my expense in gas. For Mr. D[redacted] to see no wrong in this series of events truly questions my ideas of Carmax's integrity. If there is no proper resolution and compensation for this terrible experience I will have to take further action to make sure Carmax does not continue this behavior with future customers.

Regards,

Review: On 11/23/15, I attempted to add my wife to my SECU checking account at which time we were advised [redacted] entered into CHEX System for a charge off of $476.34.

On 11/23/15, my wife called [redacted] to find out what the details surrounding the charge off. The [redacted] representative stated it would take two days to obtain the details of the charge off. [redacted] did not provide this information to her until 12/04/15.

According to the information provided by PNC, Carmax recalled a check in the amount of $256.42 causing an overdraft and mounting bank fees.

On 11/22/14, my wife traded in her vehicle at Carmax of Whitemarsh and we jointly purchased a [redacted]. The trade in vehicle, a [redacted], was purchased and financed from Carmax nine months prior.

I paid the difference in trade in value and the new vehicle by check, $9888.00. Subsequently after the purchase my wife received an overage payment check from Carmax in the amount of $258.42. My wife deposited the check into her [redacted] checking account on 12/22/14. My wife subsequently used the funds.

On 12/26/14, without notice Carmax canceled the check causing and overdraft in my wife’s checking account. My wife did not use the checking account thereafter as she moved to Maryland and became a full time student.

My wife did not receive notification from [redacted] regarding this matter. Carmax did not notify me or my wife regarding the recalled check prior to or after cancelling the check. Carmax has all contact information for both of us as I have a loan on the new vehicle and I receive emails from Carmax soliciting business as recently as 12/04/15.

I have tried to resolve this matter with Carmax Corporate and they have refused to take responsibility for this matter and the fees caused by their actions. Carmax states the error occurred because my wife canceled her last payment causing them to miscalculate the payoff. However, on the evening we purchased the new vehicle the sales associate, Paul Southard, told me and my wife to cancel any automatic payments on the vehicle because the vehicle would be payed off that evening during the trade in process. Carmax proffers they left two voicemails for my wife when the check was recalled. My wife has her original cell phone number and she did not receive messages from Carmax. Cell phone records can prove same.

My wife has spoke with [redacted] who has been less than helpful stating the account has recently been sent to collections and they have no control over it.

Carmax did not notify me or my wife of their intentions. Due to actions and inaction of Carmax, my wife cannot open a checking account or be added to my account. Carmax has caused $219.92 in bank fees regarding the canceled check.

If there is a real error in the amount of the payoff calculation, once notified, I would have paid Carmax the difference. I paid $9888.00 on the purchase that evening to pay the trade in vehicle off. This figure was given to me on the night of purchase by the Carmax accounting department where the trade in was financed. I am seeking damages from Carmax for the duress, inconvenience, and impact to my wife’s credit this has caused.Location: White MarshMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Refund of bank fees incurred based on the actions/ inaction on the part of CarMax. A letter explaining why CarMax refund check was canceled and money was withdrawn from our bank account without demand to pay letter or notification from CarMax.

Business

Response:

December 18, 2015

Review: In all of their advertising and sales, in everything from commercials to the recording that plays when you are on hold with one of their stores, CarMax promises one thing -- used cars that that have passed a rigorous inspection to ensure that they are safe and reliable. On February 21, 2014, I purchased a [redacted] from CarMax, and was presented with a certificate, signed by one of their service technicians, guaranteeing that the vehicle had passed this "Rigorous, 128 Point Inspection."

When I test drove the car, I noticed that several indicator lights were on, the ABS light, the tire pressure light, and I was getting error messages that Hill Start and ESC were unavailable. I presented these as concerns to my sales associate, [redacted]. He assured me that he would check with CarMax technicians on these issues. Soon after, he came back, informing me that the lights were on because the car had just had a smog check, and they would turn off as I continued to drive.

Two days later, February 24, the lights had not turned off. I brought the car to my mechanic, who found that the ABS cable in my car had been cut, hence why the light was on, and that all 4 tire pressure sensors were faulty. Both of these are items that CarMax lists as having passed their "rigorous" inspection. I was sold a car that was unsafe to drive, that had not been properly inspected, by someone who cared more about making a sale than doing their due diligence and making sure that his customers are sold a product that is in line with what the company promises -- a safe, reliable car.Location: Duarte, CaliforniaMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: I'm not the only person who has purchased one of CarMax's supposedly safe and reliable cars. A quick browse through Yelp at any CarMax store will show many customers who have purchased cars that they thought were safe and reliable based on the company's promise, only to find that their cars had glaring defects. Many of these cars even had existing safety recalls out on them, and yet CarMax sold them anyway. I consider myself lucky that I identified my problem within the 5 day return period, so I am able to return this vehicle and not support CarMax with my payments, but hundreds of others have not been so fortunate.

If you promise safe and reliable used cars, then sell the product that you advertise. Or else change your advertising to show that you are just another seedy used car lot full of hungry, shady salespeople snapping at customers for a commission.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: Miss [redacted]

Dear Mrs. [redacted],

Thank you for forwarding the complaint received in your

office from Miss [redacted] regarding the

[redacted], VIN [redacted](the

“Vehicle”) that she purchased on or about

February 21, 2015 from the CarMax store located in Duarte,

California. In this complaint Miss [redacted]

Is requesting a change in store policy.

As stated in the complaint, there were mechanical concerns

that needed to be addressed with the Vehicle. These repairs have been completed.

Carmax appreciates the opportunity to directly respond to Ms. [redacted]’s

allegations. At the time of the reconditioning, all known issues are addressed

with every vehicle that goes through CarMax’s reconditioning process. CarMax

never knowingly presents a vehicle for sale with a known defect. However,

because a vehicle is a machine, it is subject to mechanical issues at any time.

It is for this reason that CarMax offers a warranty and the opportunity to purchase

Maxcare with every vehicle sold.

CarMax regrets that Miss [redacted]’s Vehicle had immediate

concerns. Since these concerns were noticed during the first 5 day return

period, Miss [redacted] was able to take advantage of our 5 Day Money Back Guarantee

and return the Vehicle for a full refund.

CarMax appreciates the opportunity to respond to this

complaint. Please call me at [redacted] extension [redacted], if you have any

questions.

Sincerely,

Analyst, Customer Relations

Review: I purchased a [redacted] last year. Carmax represented that it had passed their rigorous inspection. It started with the sales clerk responding to the question of where is the spare tire with, "they are run flat tires." Sure enough I got a flat tire on the way home, the same day bought the car! In the last year I have had to have the following repaired:

Water Pump

Engine Harness

Oil Pan Gasket

Radiator Hoses

Drive Belt

Pulleys

Heads up Display

Walnut Blast

This is totally thousands of dollars, over 20% of what this vehicle cost. This car was a lemon from the beginning and they have done nothing when I have asked countless times to bring this vehicle back. It is an absolute shame that they are allowed to rip off their customers so heinously.

On another note, their Service Manager [redacted] was an absolute pleasure to deal with, unfortunately, he does not have the authority to get anywhere with this situation.Location: Oak Lawn, ILMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Take my car back, provide me service, or a comparable solution of your choice.

Business

Response:

April 1,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

2007 BMW 335I (VIN: WBAWB73557PV83751

(“the Vehicle”))

Dear Mrs. [redacted],

Thank

you for forwarding the complaint received in your office from Mr. [redacted]

regarding his purchase of the Vehicle from CarMax of Oak Lawn, IL (“CarMax”) on

February 8th, 2014. In his complaint Mr. [redacted] requests that

CarMax take return of his Vehicle or provide a “comparable solution.”

Mr. [redacted] stated

multiple service concerns with the Vehicle throughout his ownership. A review

of CarMax’s service records indicates repairs completed on June 23rd,

2014 for a replacement water pump and thermostat. In the interest of customer

service, CarMax covered the cost of this repair totaling over $700.00.

CarMax last performed

repairs on the Vehicle in August of 2014. At that time, the Vehicle was taken

to a BMW dealership for further diagnosis and repair for a check engine light

concern. Mr. [redacted] was working directly with the BMW dealer for this repair.

CarMax will diagnose any

concerns Mr. [redacted] currently has on the Vehicle and work with him to see what

options are available once the diagnosis is complete.

Thank you

kindly for providing CarMax the opportunity to respond to this matter.

Sincerely,

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is no way shape or form fixes the issue. I can get a diagnostic anywhere I want. The issue is CARMAX did not do their due diligence on the vehicle. Starting from the salesman up. Wear and tear is not the case either. This car was put together for a quick sale to pass the issues onto the poor victim who ended up buying the car (myself). I currently owe 17,700 on the loan and would like CARMAX to pay that amount and take the car back. That is the only resolution I will accept.

Regards,

Review: I brought a car on April 1st. After having the car for more than a month, I got into a car accident. The brakes gave out on me as I was turning into a neighborhood. Luckily no one got hurt. I tried to turn and the wheel froze. I ended up hitting a wall, and the bags didn't deploy. I have called Carmax to get to the bottom of this and try to get some understanding but to no avail. The car is a total loss and no one seems to understand what was really wrong with the car. I need answers. Thanks in advance.Desired Settlement: I would like to get another car. I really loved the car and it's a shame that I have to start over because I was sold a lemon.

Business

Response:

Via Electronic Mail

Review: Purchased car in May 2014. Car has been in shop all but 3 weeks since. They refuse to repair car.Desired Settlement: Full refund including down payment and interest, repair or replace car.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about May 14, 2014 from the CarMax store located in [redacted] (“CarMax”). In this complaint, [redacted] is requesting a full refund, or for CarMax to repair or replace the Vehicle.

According to our records, [redacted] brought the Vehicle into CarMax for a dome light out, the Vehicle pulling to the left, and a gurgling sound under the radio when idling. CarMax did not duplicate a problem with the dome light, and diagnosed a realignment needed as well as replacement needed of the air condition compressor and temperature door actuator during this visit on or about June 20, 2014.

[redacted] returned to CarMax with concerns of both brake lights out, installation needed for the air condition compressor and temperature door actuator, alignment completed, and a noise coming from the front passenger wheel area at speeds of 35-40mph. CarMax replaced the blown passenger lower brake lamp bulb, replaced the temperature door actuator and replaced the air conditioning compressor, and completed the alignment during this visit on or about June 25, 2014.

[redacted] brought the Vehicle back to CarMax with concerns of both front tires making noise at 35-40mph, rattling loudly at the front end, the Vehicle pulling left, the steering wheel not centered, air conditioning sounded like the compressor was failing, passenger side tire rolling when making sharp left turns, rear hatch dents, driver’s side door will not hold open, and steering vibration more at 60 mph. CarMax could not duplicate the tire concern, loud rattling, pull, or feel of tire rolling abnormally for a four wheel drive vehicle. The steering wheel was found to be level, and the dent concern was outside of the Limited 30-Day warranty. CarMax replaced front brake pad hardware. Related to the air condition concern, CarMax replaced the compressor, flushed the system, replaced the dryer, and recharged the system. CarMax also rebalanced the tires during this visit on or about July 22, 2014.

As a gesture of goodwill to [redacted], CarMax replaced the two front tires on the Vehicle with two new tires on or about August 18, 2014.

[redacted] then asked CarMax for some options related to the Vehicle concerns. CarMax suggested that the Vehicle be taken to a local [redacted] dealership for diagnosis of the items that CarMax was not able to duplicate and repair. [redacted] returned to CarMax with concerns of a whining noise at 35-40mph that [redacted] diagnosed as a transfer case, she stated that [redacted] found air conditioner compressor noisy, and she stated that [redacted] found the steering wheel off. CarMax spoke with [redacted] and [redacted] stated they only recommended a replacement of the transfer case based on customer complaint and age and mileage of the Vehicle; the diagnosis was not completely clear that the transfer case was the cause of the noise. CarMax diagnosed normal gear noise for the age and mileage of the Vehicle. Related to the air conditioner, CarMax replaced the compressor with a factory compressor and recharged the system. CarMax verified alignment of steering level; the readings were normal and CarMax gave a print out of information to [redacted] during this visit on or about August 26, 2014.

CarMax is declining the settlement request as set forth in the complaint. CarMax has diagnosed and repaired the Vehicle on multiple visits as listed above. As a gesture of customer service, on or about August 27, 2014, CarMax invited [redacted] to accept a six month, 6,000 mile warranty on the transfer case even though repair or replacement was not completed based on CarMax’s diagnosis of the Vehicle. [redacted] accepted this as settlement to this complaint.

CarMax appreciates the opportunity to respond to this complaint.

Please call me at [redacted], extension[redacted], if you have any questions.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: On June 26, Carmax reposed my car. I can admit customer service was nice and was working with me so I could get my car back until I didn't meet the deadline to get it! Carmax gave me until Subday July 20 to come up with 1,380.00. Of course I couldn't afford it so I lost my car. Monday morning I got up so I could get my personal belongings along with my daughter new clothes, car seat, my kids birth certificates, social security cards, and more. I was told that my car was at the Carmax in Alabama and I could go down there to get my things. When I arrived the guy told me I had to have a letter because once they reposed the car it became their property which I can understand but what was in the car was mine!!! They threw all my things away. I moved to Alabama in January with two kids ages 6 and 3. I am a college student who is trying to make ends meet. You can't just throw people things away!!! It's so hard because we are from MS!! We don't have anyone down here to help us. I moved here for an intern for school and trying to make the best out of a minimum wage job so I lost my car. While I was at Carmax waiting for the guy to check if my stuff was there, he came back told me it was gone then looked at me and said "after 17 years of working with Carmax he has never known anyone to get their stuff". I called customer service again and told them what happened she asked me if they threw it away what could they do. Then I asked to speak with higher personnel. She got on the phone asking if my stuff was so important then why did I wait so long to get?? My response was because I had intentions on getting my car!! I have been working hard to come up with the money! My daughter just got new clothes, I have to find a ride to Mississippi to replace all their things so I can register them for school. Carmax is wrong!! You don't throw people stuff away like its trash because they don't know what I been through to get that stuff. If I couldn pay a 1000 to get my car what make them think I got it too replace!!Desired Settlement: DesiredSettlementID: Refund

I would like for Carmax to replace my items such as my daughter clothes, my jewelry stands, my kids birth certificate and the gas money to go get all this stuff replace. I would like them replace all my things because it was not cheap. Everything cost!!!!

Business

Response:

August 22, 2014

Review: 1. I believe the dealership drive off with the car knowing financing was not going to go through.2. In this case the sales person and dealership “guaranteed financing” — by enticing me by saying my deal was approved, which I relied on. I feel that this is over-exuberant, potentially binding salesmanship. I feel that the dealership may need to honor a financing commitment in these terms.3. There was an offer to me to purchase a car with guaranteed financing.4. Fraud, misrepresentation (or lie) made to me. I have relied on this misrepresentation as an inducement to purchase a car.5. The salesman stated “Don’t worry about your credit/Bankruptcy...just put your money down.6. The dealership never provided a reason nor have I received any letter from the Lender stating that I was denied.7. I was not offered to find my own financing through a Credit Union.I do have witnesses in regards to the above matter and texts messages. I will file a better business complaint and expose the matter on all social media sites if tLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I feel that the dealership needs to honor a financing commitment in these terms. There was an offer to me to purchase a car with guaranteed financing.

Business

Response:

August 21,

2015

Revdex.com Serving

Central Virginia, Inc.

720

Moorefield Park Drive

Suite 300

Richmond,

VA 23236

RE: Consumer

Complaint of [redacted]

Dear

Sir/Madam:

Thank

you for sharing [redacted] complaint and providing us an opportunity to

respond. Mr. [redacted] alleges that we

guaranteed him credit for his vehicle purchase and are not honoring this

guarantee. Mr. [redacted] complaint is

without merit.

On

July 26, 2015, Mr. [redacted] visited our store in [redacted] and

financed the purchase of a [redacted] (the “Vehicle”) as evidenced by

the Retail Installment Contract (the “Contract”) attached hereto for

reference. When Mr. [redacted] signed the

Contract and took delivery of the Vehicle, the credit had been extended and the

Contract was final; we do not engage in the practice of spot deliveries.

On

his credit application, Mr. [redacted] made certain representations regarding his

income and employment status which he sought to substantiate by providing a pay

stub. Subsequent to Mr. [redacted]’s

purchase, upon a closer examination of his pay stub, concerns arose regarding

its legitimacy and the representations made by Mr. [redacted].

For

several weeks, we have tried to contact Mr. [redacted] (by phone and in writing)

and his employer, [redacted], to verify his representations. Mr. [redacted] has not returned any of our phone

calls and had been completely unresponsive.

We additionally have had no success in verifying Mr. [redacted]’s

information with [redacted].

Under

the Contract, Mr. [redacted] made the following representations and promises, among

others:

You promise that you

have given true and correct information in your credit application. You

understand that in entering this Contract we have relied on the representations

you have made to us. Upon request, you

agree to provide us with documents and other information necessary to verify

any item contained in your credit application.

Despite

our persistence in attempting to reach Mr. [redacted], he has failed to satisfy these

representations and therefore is in default under the Contract. Accordingly, we have asked Mr. [redacted] to

either substantiate his information or return the Vehicle to us. In the interest of customer service, we will

provide Mr. [redacted] an additional 10 days from the date of this letter to

contact [redacted], our Director of Finance Operations and Risk, at

[redacted]. If Mr. [redacted] is

unresponsive or cannot verify his information, we will pursue the remedies

available to us under the Contract.

Thank

you for bringing this matter to our attention. If you have any questions or

concerns, please feel free to contact me at [redacted] extension [redacted].

Sincerely,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have called and emailed Carmax and provided them the information they have requested numerous times. To this date they have failed to respond. I have provided proof that there salesperson Z texted me approval from the bank and have a witness [redacted] that was also in the office.

Review: Complained about the brake system on my car a few weeks after purchase. They resurfaced my front rotors but a couple weeks later, my ABS traction light comes on and also the brake light on dash. Had tried calling twice about problem but they want to schedule people a week or two later and that adds on mileage to the warranty that comes for repair to car and by that time, you will be out of warranty and they want money even though you call and state you are still covered. They do this to make people fall out of range and have them pay. Due to my work schedule and family issues, I have not been able to complain about this like I wanted but I am now while I have the time. They wanted me to pay for a diagnostic even though I have the MaxCare warranty which is pointless and I want to remove as well. This company know they have issues with cars and mask them enough to make a quick sale but the real issues happens after a few weeks of purchase then the games start.Desired Settlement: Fix this issue and acknowledge my issue. I have tried twice but now the issue is serious and if my brakes fail on my car due to them not wanting to fix when I was umder warranty then I will sue and take this to court

Business

Response:

February 4, 2015[redacted], [redacted]Revdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated January 20, 2015 regarding the Vehicle purchased from the CarMax store located in [redacted], South Carolina (“CarMax”) on or September 11, 2014. Mr. [redacted] requested that CarMax acknowledge an issue with the brakes and repair it at no cost.Mr. [redacted] brought the Vehicle to CarMax on or about October 9, 2014 to inquire about a check engine and tire pressure light staying on inside of the Vehicle. CarMax diagnosed both concerns and made the necessary repairs.Mr. [redacted] brought the Vehicle back to CarMax on or about October 29, 2014 to readdress the check engine light concern and also mentioned a vibration and noise concern in the brakes when decelerating from higher speeds. CarMax referred Mr. [redacted] to [redacted] for an ECM update to address the check engine light concern and resurfaced the front rotors to address the vibration concern in the brakes.CarMax offers a 6-month or 6,000-mile limited warranty on any services performed. CarMax encourages Mr. [redacted] to contact CarMax directly at [redacted] to schedule a service appointment and address the above concern.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Customer Relations

Business

Response:

March 9, 2015[redacted], Operations SupervisorRevdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: I am in receipt of the additional message in response to the complaint dated February 9, 2015 regarding the Vehicle.As previously stated, work performed by CarMax comes with a 6-month or 6,000-mile limited warranty. CarMax performed brake work on the Vehicle on or about October 29, 2014, and would be happy to readdress any outstanding brake concerns under the terms of the 30-Day Limited Warranty. CarMax’s records also indicate that the Service Department left a voicemail with Mr. [redacted] on or about January 23, 2015 and on or about March 9, 2015 to schedule an appointment to readdress his concern. However, CarMax has not received a return call from Mr. [redacted].CarMax appreciates the opportunity to respond to this complaint and encourages Mr. [redacted] to contact the Service Department to schedule a follow-up appointment. Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10410770, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company has NOT called me at any time and it is 2 months later now still. I took my car to [redacted] about 2 weeks ago and discovered that the shocks on the car were bad which means CARMAX knew of it but did not correct issue when they sold it to me. Also, the response from Carmax main office from VA came on Feb. 4th and I filed this complaint on Jan. 20th and NO CALLS were made then nor today as they "claim". I will be giving a call to Carmax in [redacted] but they only want to schedule me for a Monday or Tuesday appointment as always and I work 12 hour shifts so the service center closed when I get off ot have an off day due to that!! I thought a service center should be open everyday for a carplace and not twice a week. All I know is that I have statement from Nissan place about my car and also that comment about the warranty is crap because I was under warranty when I made a complaint but ai know they will NOT honor it cause Ibam out of it. THIS PLACE IS A RIPOFF AND FULL OF GAMES!! CORRECT THE ISSUE!!! I will reply AFTER I have reached Carmax and talk to them. They are being uncooperative!

Regards,

Review: We bought are 2007 [redacted] truck in November 2012. October 2013 I was driving and heard a loud noise I took it to a shop and they told us we need to replace the transmission. I called the dealer to get the truck serviced and they said I didn't have warranty. I looked at my paperwork and are sales rep marked we didn't want the warranty just gap insurance. I called and spoke to the manager and told him why didn't we have warranty when we asked for both he said he will look into it and call me back. He called me back and said its are fault for not reading the contract when are rep was in a hurry to get us out we didn't go over anything we just signed contract. He advised me to bring in the truck and pay $100 to diagnosed the problem. I called headquarters and they said sorry there was nothing they can do. In the year I've had my truck I've put little miles. I've had no problems because I only drive it on my day off on Sunday.I think CarMax new something was wrong with the truck it was all wrong how they sold me the truck from are rep and there service.Desired Settlement: I want the truck to be investigated to see if CarMax new something was wrong.!also I've been making payments since my truck has been broke I want it to be fixed it's my only vehicle.

Business

Response:

January 16th, 2014

Review: Car purhased has have many efects/problems since the day purchased....repirs needed today is enormous nd costly.....carmax has performed extensive repair to vehicle throughout the life of this vehicle.....cost of this vehicle is considerably high.....purchased at $17,000 and I also purchased the warranty for $5,000....vehicle still has a remaining balance due....costs to me to repair problems is $1,200 monthly....to have paid so much for a vehicle and to not have a functioning vehicle is outrageous. I feel CARMAX misrepresented this vehicle. LEMONDesired Settlement: I would like a functing car for the amount paid over the years. $40,000....

Business

Response:

28 July 2014

Review: Purchased used [redacted] vehicle from CarMax on July 5, 2012. Since inception, the car has one issue after another. Service department unwilling to help after original issue and told to bring to **. It is clear the vehicle is a "lemon" and no 125 point inspection was ever conducted on this vehicle. if there had, they would have noticed the issues. First repair: 11/4-Rear main seal is bad. Got lucky as this was covered under power train warranty. No cost to me. ** did repair. 2nd repair: May 5, car is being driven and stutters and stops. I was lucky to be by a [redacted] repair shop. The car issue was the manifold intake, o-rings, etc. The cost of this major repair was $804.21 to me. 3rd repair in 14 months of ownership. Driving vehicle to work and the car suddenly [redacted] off. I was lucky enough to get the vehicle started again after 25 minutes and drive to my work location([redacted]) and we have a [redacted] repair shop in the parking lot. This time the issue was a fuel pump, fuel seal and fuel module had to be replaced. another major repair costing me $865.51. Total out of pocket to me for this "lemon" is $1669.00. I believe that this vehicle went through some prior water damage and/or repairs/issues not disclosed at time of purchase.Desired Settlement: I want either of the 2 scenario's to happen. 1. Full refund of out of pocket expenses of $1669.00 and a full warranty added to the vehicle by CarMax or ** while I own the vehicle. 2. Full refund of original purchase completed on 7/2012. Vehicle purchase was $17,999. plus the $1699.00 in car repair costs.

Business

Response:

[redacted]

Re: [redacted]

Dear [redacted],

Thank your for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about July 5, 2012 from the CarMax store located in

[redacted]. In this complaint [redacted] is requesting a reimbursement of the monies paid out of pocket for repairs and a full warranty for his vehicle to be paid by

CarMax or a full refund of the purchase price of his Vehicle.

[redacted] stated that he had three repairs completed on his vehicle. The first repair was covered by his Factory Warranty and the other two repairs were paid by

[redacted]. CarMax regrets learning of these repair needs. A review of CarMax’s records shows that none of these concerns existed at the time of the purchase or during the 30 Day Limited Warranty. Additionally, CarMax has never been informed of any issues until the receipt of the complaint, and has never had the opportunity to address any concerns.

CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

[redacted], Executive Response Team

Review: CarMax advertises a 125+ point inspection on all of their used vehicles. This is untrue and has been admitted to by CarMax staff at the Oak Lawn, IL location. I purchased a [redacted] from CarMax which initially had a broken CD player. When I inquired about why the 125 point inspection did not catch this, they replied "Our employees demo the cars sometimes and things can get broken". Even other employees claim the CarMax only checks the most essential parts of the vehicle, throw new tires on it and sell it.

Recently, I discovered that my vehicle has a defective throttle body. This, too, is something that could have been detected during a 125+ point inspection.

The 125+ point inspection is misleading and untrue. They use this to their advantage to attract customers.

[redacted]Desired Settlement: I purchased from CarMax because I trusted them and their marketing. I was misled.

Business

Response:

November 8, 2013

Review: Carmax failed to provide assistance with a problem they created. They mailed the liscence plate to the incorrect address and then did not take steps to correct it. Simply implied it was our problem now.Desired Settlement: That carmax Will correct the situation and find the license plate for me car.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the license plates for his [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about March 27, 2014 from the CarMax store located in Pineville, North Carolina. In this complaint, [redacted] is requesting that CarMax find the license plates for his Vehicle.

[redacted] contacted CarMax and stated that he had not received his tags. During the paperwork process, [redacted] verified that CarMax had the correct address and therefore this was the address used to send the tags. As [redacted] is now the registered owner of the Vehicle, CarMax can no longer act on his behalf to obtain duplicate tags. CarMax advised [redacted] to contact the local [redacted] to obtain a duplicate tag.

CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted]

Extension, [redacted], if you have any questions.

Sincerely,

Analyst, Executive Response Team

Review: On May 17th 2014 gave $249.99 deposit to CarMax ([redacted] was unable to choose this location in the previous step) to transfer a vehicle to the [redacted] location. We were told the vehicle would arrive in 7-10 days and they would send us a receipt for the deposit. Left a message on June 9th 2014 asking about vehicle arrival??? On June 11th received a call saying that the vehicle was damaged during shipment and they would give us a $500.00 credit for another transfer. On June 16th 2014 spoke with manager [redacted] who stated they would refund us our deposit as well as send us a receipt. We have been told numerous times that the check is in the mail and been given many excuses as to why we don't have it yet. Today is August 12,2014 and we still have never received a receipt for the original deposit or a refund of said deposit. Below find the dates that I have contacted CarMax; June 9th, 16th, +18th ; July 3rd, 12th, 24th. On the 24th of July they stated that the check should arrive in the mail within 7-10 days. I Believe we have been more than patient........UGH! The information(receipt info) is probably under my husband's name.Desired Settlement: To have our money refunded.

Business

Response:

September 9, 2014

Review: On June 2, 2013 we purchased this vehicle. During the process we were told that there was only one owner and the car was in perfect condition. We got a CQI Statement from Carmax with the car. We decided to trade in the vehicle because we needed a truck and wanted new. We went to [redacted] to trade in and they pulled a car fax and told us the car was in a front end collision and they could only give us $14k. They stated that if there was no accident they would gave us $18,600.00. I called your complaint department and they forwarded me to the store where I bought it. They asked if I went to them first and they could work it out only if I purchased another vehicle from them. After finding this out I wanted nothing to do with them. They said if I didn't buy another car from them they can't do anything for me and I am out of luck.Location: 9501 Research Dr., Irvine, CA 92618Make: [redacted]Model: [redacted]Owner/Co-Ownder? NoSuzette [redacted] Kerr - My WifeDesired Settlement: I feel that they owe me the difference in my appraisal value. That would be $4600.00. I would not be even be complaining if they at least told me when I purchased the vehicle, or at least did not advertise and tell people that the cars are in perfect condition and that the car passed a "rigorous CarMax 125-Point Quality Inspection".

Business

Response:

March 2, 2016

Review: I purchased a vehicle from CarMax, [redacted], Florida on 11/6/2012. Within two week of my purchase, the vehicle began having severe brake, rotor and tire problems. I have made over six attempts to have these items repaired and prevent the unsafe nature of the vehicle, but to no avail. The vehicle sold by the company has unrepairable defects, is unsafe to drive.Desired Settlement: Due to the nature of the defects and their inability to be repaired or result in a safe vehicle for me to drive without possibly causing injury to myself or others in driving the car, I desire that the company will take the car back and refund any and all monies paid by me, including but not limited to full purchase price of vehicle, trade in monies, downpayments, costs of repairs, interest, principal payments and the like.

Business

Response:

September 5, 2013

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

<st1:Street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

<st1:place w:st="on"><st1:City w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">VA <st1:PostalCode w:st="on">23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on August 19, 2013 regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased at the CarMax store located in <st1:place w:st="on">[redacted], <st1:State w:st="on">Florida (“CarMax”), on or about November 6, 2012. In [redacted] desired settlement she is asking for a refund.

[redacted] brought her vehicle in for a brake noise concern on or about November 26, 2012. CarMax completed diagnosis and found that the front brake pads needed to be replaced. CarMax replaced the front brake pads for [redacted] under her 30 day warranty.

On or about January 15, 2013 [redacted] brought her vehicle in for a brake concern. During this visit, [redacted] stated that her front brakes were making a grinding noise. CarMax resurfaced front and rear brake pads after completing the diagnosis of the vehicle. Additionally, CarMax provided [redacted] with transportation during her repairs and covered all repair cost as a gesture of goodwill.

On or about June 5, 2013 [redacted] brought her vehicle in for excessive tire noise. CarMax replaced both front wheel bearing hub assemblies and [redacted] paid the [redacted] deductible under her Extended Service Plan agreement for this visit. [redacted] was provided rental coverage through her Extended Service Plan.

On or about June 10, 2013 [redacted] returned to CarMax for a noise concern. As a gesture of goodwill CarMax resurfaced front brake pads and rotors at no cost to [redacted]. CarMax also provided [redacted] with transportation during this repair.

[redacted] has previously shared with CarMax that she is still having a brake noise concern. As a gesture of goodwill, CarMax previously offered the following resolutions:

- CarMax offered to have [redacted] bring her vehicle in for diagnosis.

- CarMax offered to have [redacted] take her vehicle to the [redacted] of her

choice for a diagnosis and CarMax will cover the cost.

[redacted] has declined both offers presented to her.

CarMax appreciates the opportunity to respond to this complaint. CarMax would like to extend an apology for any inconvenience [redacted] may have experienced. Additionally, CarMax would like to extend the offer above to [redacted]. If [redacted] accepts the offer to take her vehicle to an [redacted], CarMax will require a diagnosis from them prior to completing the work. [redacted] has until September 13, 2013 to accept this offer.

Please contact me at ([redacted] extension [redacted] with any questions you may have.

Sincerely,

Analyst, Customer Relations

Review: I am [redacted] resident and purchase a vehicle in Delaware. I am unable to obtain registration for my vehicle do to receiving improper paperwork.

Purchase vehicle 7/7/2014 from CarMax at [redacted] location

Made first attempt to obtain registration at [redacted] 8/25/2014

Was unable to obtain the registration because the [redacted] seller and buyer dates did not match. (Seller date: 5/30/2014, Buyer date: 6/4/2014) Was asked by [redacted] to obtain a letter from [redacted] about sales dates being different. I called CarMax about the issue and they provided me an [redacted] from CarMax with a CarMax letter head.

Made second attempt to obtain registration at [redacted] 9/4/2014

Was unable to obtain the registration because the C[redacted] seller and buyer dates did not match. (Seller date: 5/30/2014, Buyer date: 6/4/2014) Was asked by [redacted] to obtain a letter from [redacted] with their header that CarMax needed to obtain.

Dates that I called CarMax about issue:

8/25/2014

9/05/2014

9/09/2014

9/15/2014

9/26/2014

9/29/2014

9/30/2014

Each time they say they will call me back later that day but fail to do so.

Now Carmax has sent me a [redacted] letter package to mail my transaction documents. They want them back to them to make corrections.Desired Settlement: I am [redacted] with [redacted]. I am soon going to be relocated to [redacted] for [redacted] work. I am able to bring a personal vehicle ([redacted]) but without this registration, I cannot bring my[redacted]. I had original had intent to bring this vehicle with me but now I wish to seek the option of returning my vehicle. By returning my vehicle, I would like to receive a refund of my purchase because I cannot obtain registration.

Business

Response:

November 4, 2014